Customer Service Manager

7 days ago

Milton Keynes, Milton Keynes, United Kingdom Global Payments Full time

Job Summary

As a key member of the Global Payments team, the Account Management Lead plays a critical role in ensuring the smooth operation of our call center department. This position requires a strong leader who can oversee daily operations, monitor call volumes, and maintain Service Level Agreements.

Key Responsibilities

  • Manage the daily operations of individual teams to maintain contracted client performance standards.
  • Monitor time and attendance, and adherence to policy for team members, including necessary training.
  • Coach, develop, and counsel team members to achieve higher performance.
  • Conduct training for customer service processes for team members, clients, and merchants.
  • Meet with clients and leadership to participate in call quality calibration and operations meetings.
  • Collaborate with account management and other teams to ensure contractual requirements are met.
  • Educate team members on quality assurance and productivity.
  • Audit agent system activity to ensure policy compliance.
  • Provide recommendations to reduce and/or eliminate issues that impact overall service quality.

Requirements

  • Bachelor's Degree
  • Relevant experience or degree in a related field of study from an accredited university is preferred.

Global Payments is an Equal Opportunity Employer

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